How to not lose data when replacing a device?

[ejain]

My Charge HR was coming apart, so I got a replacement device. In order to avoid losing any data, I synced the data yesterday evening before removing the device, and setting up the new device (all using the latest version of the Android app).

Unfortunately, as soon as the new device was connected, my step count (and total distance) for the day was wiped out. Strangely, the floor count was retained, as were logged exercises and sleep (minus any periods of restless sleep)...

Is this a known issue that can be avoided, or just bad luck?

[MakMak]

Hi, @ejain! That's really strange. It shouldn't have happened, since data is connected to your account, not your tracker. The only suggestion I have is that maybe it took the new tracker as the dominant tracker and used it's steps for the day. If this is the case, you'd be better off replacing the tracker in the morning instead of the evening.

[ejain]

@MakMak, maybe this happens when you remove the old device before adding the new device? Even so, the app should be smart enough to not overwrite existing data, but apparently it isn't...

[nmlook]

I just had the EXACT same thing happen to me. Synced old tracker. Followed steps to replace. Lost all data but retained floor count. Bizarre. Any luck on solving this?

[HeydyF]

Hi @nmlook, welcome to the Community! So you tried to set it up your old Surge, and the data for the previous one, that was paired, got lost, right? I have an idea of  what could happened, maybe you didn't sync before you set it up the Surge. As for the data in your tracker, all fitbit trackers hold 7 days of detail steps, this would be the step count for every minute, and another 23 days of total daily step count. Therefore you have 168 hours to Sync before you lose the your fitness logs, and 720 hours before data starts getting lost.

Let me know how it goes!

[ayns]

I synced my old Charge HR last night (I had a whopping 27000 steps, 3100+ cal burned, 15+ km etc.) then I set up my replacement Charge HR and all of a sudden my steps were at 19000, 2900 cal burned, 13 km.  Super annoyed I removed the new Charge HR - synced the old one with the plan to re-setup the new one in the morning, but when I re-added the old Charge HR it synced the 19000 steps 😞

When I go on the online dashboard it shows I earned my 25K step badge yesterday, but everything else only shows 19000ish steps.

Is there any way to recover those missing steps (losing 8000 steps is a huge impact on my 7 day step count - at least I wasn't in the middle of a challenge)

[HeydyF]

Hey @ayns, welcome to the Community!  

Let me ask you something, did you sync your old Charge HR previous to set it up the new one? 'cause normally if you don't sync your tracker and then you set it up as a new device (even if it is the same or a different tracker) you will lose the data that was not synced. So in this case, I guess, that maybe you used the new Charge HR until you reach 19,000 steps and those were the steps that synced. So in other words those 27,000 steps got lost. But this is my thought, so please get back to me and I'll further investigate. 

Have a nice day! 

[ayns]

Yes @HeydyF I did make sure to sync my old one first - It even got me my 25000 step badge

[Jmumom]

Same thing happened to me last week.  I did sync my old hr before setting up the new hr 2.  I lost 17000 steps and was at the end of a challenge that I would've won.  I was super bummed.  I've switched several devices over the years and this hasn't ever happened before.  

To add insult to injury, the new hr 2 doesn't track heart rate and is apparently defective.  I think I'm being sent a new one but that was unclear in the last communication from Fitbit support.  

[HeydyF]

Hello @Jmumom, it is cool to see new faces around! 🙂 Oh! so before you set up your Charge 2, you sync your previous Charge HR but you lost around 17,000 you have done before, right? 😞 

Regarding the issues that you have with your new tracker, when you say that it is not tracking your heart rate, do you mean that on the display of the tracker itself, do you get this "--"? If so, have you tried to restart your Charge 2? If you tried that and you contacted Fitbit Support, could you please tell me what was the response that you received from them? 

I'll be around! 

[Jmumom]

Hi.  Yes, the hr shows '--'. I have restarted it twice and it didn't reset.  

 Fitbit support is indeed replacing the defective tracker.  I heard from them today.  Fitbit customer support has always been very responsive when I've had issues.  It's why I continue to purchase new Fitbits instead of switching brands.  

Thank you.  

[HeydyF]

Hey @Jmumom, thanks for getting back to me! Sounds pretty awesome that Customer Support will replace your Fitbit, I knew that they are always the best of the best. 😉 Thanks for the update! 

If you have further questions or comments, let me know! 

[veg4life2]

How can I replace Fitbit One without losing 3 days of data?

It's now been 3 days and my Fitbit app says "tracker not found." I have fitbit One

I've tried the following:

1) Made sure Fitbit one was 100% charged

2) Removed app from Samsung Galaxy phone

3) Reinstalled app from Samsung Galaxy phone

4) Reboot phone several times (This usually does it).

Do other have problem with Fitbit one not synchronizing? I have this problem all the time.

I would buy fitbit Charge, but if this will happen on Fitbit charge as well, I wouldn't buy Fitbit products any more.

Thanks!

Clyde

[HeydyF]

Hey @veg4life2, it is great to see you around! If your Fitbit One hasn't synced in the last few days, beside the steps you already tried, I would like you to try the following: 

- Restart the One

- Reboot the Bluetooth on your phone

- Reboot your phone

Now regarding the data, remember that as long as you are syncing every day, your information will be stored on your Fitbit account, so you won't lose it. 

Let me know how it goes! 

[figaro2]

My Fitbit was stolen. I have a replacement, but can I register the new one without losing the data on my Fitbit account

[HeydyF]

Welcome to the Forums @figaro2! Oh! Sounds pretty bad that your Fitbit was stolen, but on on the other side, it is cool to know that it was replace. Now, regarding the data, you'll see the last one you synced before your tracker disappeared and of course, the previous data that was already saved on your account, will remain there. If you have questions about how to setup your new tracker, follow the instructions in this post.

Let me know how it goes! 

[KikiBosia]

I just want to make sure I have it all straight. I just got an Alta HR and currently have a Charge. In order to keep my data I have to keep both turned on, 20feet apart and resign up the Alta using my email address and all my data will continue? Its also best to do it in the morning before accumulating a great deal of info for the day. Is that correct so far- (per the responses I've read)? This may be a dumb question, but do I need to download a new app for the Alta to connect with and then my info will transfer... or will it automatically go to the current app on my cell?

Thanks for all your help!

[HeydyF]

Hey @KikiBosia, welcome aboard! The synced data, is saved You don't have to worry about it, because the synced data is already saved on your Fitbit account so even if you change your currently Fitbit and pair another one, your previous information won't be deleted. 

Now regarding the Fitbit app, it it is already installed on your phone, just make sure that you have the latest version and that's it, you can set it up your new Fitbit. 

If you have further questions, let me know. 😉 

[Activitylover]

I lost a Fitbit on a flight last week (Thursday, June 14th) and didn't sync before I lost it.  I know that data will be lost for the 14th but I ordered another Fitbit today and it is scheduled to arrive on June 29th.  Is there a way I can keep from losing data in my account until the new device arrives?  Thanks.  

[HeydyF]

Hey @Activitylover, welcome aboard! I'm sorry to hear about your lost Fitbit, but sounds pretty great that you'l get a new one in a few days! Now in regards of the information, let me explain to you that all the data you synced prior your Fitbit got lost, will be there on your Fitbit account. Your stats will be deleted only if you close your account, otherwise, it will remain there. 

Hope this helps! But let me know if you have further questions!